Primary Technical Support & cKM Manager

The Role: Primary Technical Support & cKM Manager

Overview:

The role involves leading and developing the Level 1 Non-Secure Power Team and Customer Knowledge Specialist to deliver high-quality remote technical support services to customers.

This position plays a pivotal role in driving operational excellence, capability development, and continuous improvement initiatives while fostering a high-performing, customer-focused culture.

Through effective leadership, stakeholder collaboration, and strategic execution, the role contributes to enhanced customer satisfaction, employee engagement, and business performance.

What will you do?

People Management


* Manage Technical Support Non-Secure Power Level 1 Team and Customer Knowledge Management (cKM) Specialist.


* Coach, develop, and mentor team members to support performance, engagement, and career growth.


* Partner with leadership on team staffing, talent development, promotion readiness, and succession planning to support business objectives.


* Conduct regular performance discussions, coaching sessions, and individual development planning.


* Complete performance reviews and talent assessments in coordination with functional managers.


* Establish, communicate, and monitor team goals and key performance indicators (KPIs).


* Identify performance gaps, operational challenges, and process improvement opportunities.


* Drive continuous improvement initiatives to enhance team effectiveness, productivity, and customer experience.

CSAT, Quality & Process Improvement


* Partner with cross-functional teams to identify issues, implement corrective actions, and support process redesign initiatives in collaboration with Training Team.


* Monitor business and operational KPIs, analyze performance trends, and provide actionable recommendations to drive improvement.


* Provide leadership to achieve Customer Care Excellence objectives, including customer satisfaction, operational performance, and business goals.


* Conduct root cause analyses (RCA) and develop, recommend, and execute action plans to improve processes and team performance.


* Lead process standardization, performance improvement, and continuous improvement initiatives to enhance efficiency, quality, customer experience, and KPI achievement.


* Manage customer escalations and ensure timely resolution through effective stakeholder collaboration.

Stakeholder Management and Collaboration


* Manage customer escalations and drive timely resolution through effective stakeholder engagement.


* Present business updates, team capabilities, and resource requirements to support new and potential projects.


* Oversee SLA performance by monitoring service delivery metrics, driving corrective actions, and partnering with stakeholders to continuously improve service outcomes.


* Assess organizational changes and translate business requirements into actionable plans, ensuring alignme...